From Meeting Rooms to the Contact Center Floor: How Krisp Assists Agents on Every Live Call

Contact centers are where companies do their talking at scale. Thousands of agents, dozens of live calls each per shift, and on the other end a stranger with a problem and a finite amount of patience. A ten-second lookup, repeated across a few million calls a year, is a budget line.

Most people know Krisp from the first fix for that: noise cancellation. Take the barking dog and the open-plan office off the line, and neither side has to strain to hear the other. It was the company's first product, and TIME named it one of the best inventions of 2020. But clear audio only solves the listening half.

The documentation half got solved in meeting rooms. AI note takers proved you don't have to document a conversation and have it at the same time, and Krisp's version doesn't even join the call. No bot in the participant list, and the notes and action items are sitting there when the meeting ends.

A meeting can afford to be summarized afterward. A contact center call can't. It's the same problem, a human handling the conversation and the paperwork at once, but the deadline moves from "later today" to "right now."

What the agent is juggling

Listen closely enough to catch an account number over background noise. Search a knowledge base without putting the customer on hold. Deliver a compliance disclosure word for word. Then, after the goodbye, write the summary, pick a disposition, and log it in the CRM.

Each one is a small tax on attention, and they all land inside the same few minutes. A meeting assistant helps with exactly one of them, and only at the end.

Where Krisp Contact Center AI comes in

That stack of small tasks is what Krisp built its contact center AI platform around. One desktop application, four areas: Speech Assist for how the call sounds, Speech Analytics for scoring conversations after they end, Voice Security for fraud and deepfake screening, in early access, and Agent Assist for the load the agent carries while the customer is still on the line.

Agent Assist is the piece that works the live call rather than the recording of it. Four things, all of them during or immediately after the conversation.

Live captions transcribe customer speech in real time, and they're built for the kind of audio contact centers get: noisy, accented, low quality. Agents can switch between 60+ languages mid-call, and custom vocabularies handle product names and industry terms that generic speech models mangle. Fewer "sorry, could you repeat that" moments, which is time nobody gets back.

Knowledge chat surfaces answers from an admin-controlled knowledge hub while the conversation continues, with source citations, so the agent can see where the answer came from before repeating it. Nobody gets put on hold while the agent digs through browser tabs.

Voice macros play pre-recorded, verbatim disclosures at one click. Every agent delivers the compliance language identically, without reciting it from memory for the fortieth time that day.

After-call summaries land the moment the call ends. Krisp flags the follow-up actions and redacts PII and PCI data before it writes the summary, and one click sends the whole thing to the CRM.

Why the input layer matters

This is where the noise cancellation stops being a separate product. Captions and summaries inherit whatever the microphone hands them, so Agent Assist works on a signal that's already been cleaned rather than guessing its way through the dog.

Krisp has been a voice AI company since 2017, and the same speech engine now runs on 200 million+ devices, processing 80 billion+ voice minutes a month.

Deployment follows the same logic. Krisp installs at the OS level, between the headset and whatever softphone the agent uses, with no telephony integration to build and no CCaaS migration to sit through first. It works with Five9, Genesys, Talkdesk, Amazon Connect and the rest from the first call.

What it changes

The published numbers come from full platform deployments rather than Agent Assist on its own, but they point in a consistent direction. LifeStation cut average handle time by 30%. TTEC's customer satisfaction score gained 8 points. The mechanism isn't mysterious: hold time shrinks when the answer arrives without a hold, and after-call work shrinks when the summary writes itself.

The pattern

The meeting room proved the idea. Contact centers stress-test it: 2,500+ of them run Krisp, including 87 of the Fortune 500, across 300,000+ seats.

The difference is only ever timing. In a meeting, help that arrives afterward is help. On a live call, it has to arrive while the customer is still talking.